Manager, Customer Support | AMER

Heidi is a healthtech startup focused on reimagining primary care and expanding healthcare capacity. They are seeking an experienced Customer Support Manager to lead regional L2 Support in AMER, manage a team, and deliver premium support experiences while resolving complex customer issues.

Responsibilities:

• Hire, lead, coach, and develop Enterprise Customer Support Specialists and Customer Support Engineers, setting clear expectations for quality, and customer communication
• Support senior ICs in handling complex investigations, high-risk clinical scenarios, and technically challenging cases
• Provide regular 1:1s, feedback, and development support, helping individuals grow in depth, confidence, and decision-making
• Assess agent performance against expectations and competencies, owning performance assessments and development planning
• Position and support your team to succeed by a sustained focus on the fundamentals (speed, quality, tone, backlog management, throughput and resolution), remove roadblocks, encourage collaboration
• Own recruitment and onboarding of Enterprise Customer Support Specialists and Support Engineers, including conducting interviews, providing structured feedback, and helping new hires to ramp effectively and feel supported
• Hire talent with strong technical and documentation skills who raise the bar
• Act as a senior escalation point for complex, sensitive, or high-impact customer issues. Guide customers and internal teams through challenging situations with calm, clarity, and sound judgment
• Ensure escalations are prioritised appropriately and resolved in a way that protects customer trust and experience
• Identify patterns in escalations that indicate systemic risk or opportunity
• Own day to day L2 operational health for your region, including capacity, coverage, attainment of Key Business Metrics and workflow efficiency
• Track and interpret key business metrics (e.g. CSAT, response times, resolution rates), surfacing weekly insights and action points to Support Leadership
• Use data to identify opportunities and drive improvements in response times, customer satisfaction, and support quality
• Identify risks early and work with cross-functional partners to mitigate issues before they impact customers
• Contribute to the creation and ongoing improvement of support SOPs by providing insights, identifying gaps or edge cases, and partnering with enablement to ensure guidance is clear, practical, and effective
• Role model Heidi values, build and maintain team morale, culture and energy. Foster a positive, supportive team environment that promotes engagement, psychological safety, and high standards of care
• Recognise strong performance, support your team through challenges, and address signs of burnout or disengagement early
• Lead and contribute to team rituals that reinforce connection, learning, and shared purpose
• Advocate for customer experience in cross-functional forums, partner with enablement and internal teams to resolve complex issues
• Represent Support in discussions around product readiness, incident response, and major customer-impacting issues

Requirements:

• 4+ years experience working as a manager in a customer support/technical support service capacity - SaaS, HealthTech, or high-trust environments highly desired but we're open to speaking to people from all CS backgrounds
• Experience hiring, onboarding and managing senior support roles, such as enterprise specialists or support engineers
• Proven success handling complex troubleshooting, escalations, and high-impact customer situations
• Experience working cross-functionally with Sales, Customer Success, Product and Engineering teams
• A customer-first mindset, with a focus on trust, clarity, and care
• Strong people-leadership skills, with the ability to coach experienced ICs and build high-performing teams
• Sound judgment and calm decision-making in ambiguous, high-pressure situations
• Strong analytical skills, with the ability to translate data and patterns into action
• Clear, structured communicator who can work effectively with technical and non-technical stakeholders and the ability to motivate and inspire is a must
• Comfortable operating at multiple levels - from detailed operational execution to broader planning and coordination
• Strong customer-centric approach, high standards, sense of optimism, flexibility, resilience, grit, and creativity